Refund policy

Non-Defective Returns

All non-defective, unused equipment can be returned for full credit of the merchandise within 30 days of receipt of purchase.

If you are unsure if something will fit on your bike, please contact us before purchase. We are not able to accept items that have been test fit on bikes.

The following guidelines must be met for consideration of return:

  • Must contact our offices within 30 days of receiving purchase. We do not accept returns after this 30 day window
  • We cannot accept items purchased through other retailers
  • Equipment must not be altered or tampered with
  • Merchandise box must not be defaced or altered in any way
  • All returned merchandise must be in original carton with all manufacturer-included accessories, manuals and instructions
  • Missing accessories will result in a reduced credit amount by the actual replacement cost of those items
  • We do not offer refunds on shipping due to delays by the shipper

To request a return, please fill out the form at the link below, and select "Request a Return":

Webstore Order Inquiry Form

EU Right of Withdrawal (14 Days)

As an EU consumer, you also have a statutory right to cancel your order within 14 days without giving a reason. For most non-defective returns, our 30-day returns process above is simpler and gives you longer to decide, but you may use the withdrawal right at any time.

The withdrawal period expires 14 days from the day you, or a third party you name (other than the carrier), takes physical possession of the goods. Where your order is delivered in multiple shipments, the period runs from receipt of the last item.

To exercise this right, inform us of your decision by a clear statement using our withdrawal form. To meet the deadline, send your communication before the period expires.

Effect of withdrawal

  • Return the goods to us without undue delay, and no later than 14 days from the day you notify us.
  • We refund all payments received, including the standard outbound delivery cost (except any extra cost arising from your choice of a delivery option other than our least expensive standard delivery).
  • We will issue the refund promptly once we have received and checked the returned goods, and in any event within 14 days of receiving them. We may reduce the refund to reflect any diminished value from handling beyond what was necessary to inspect the item.
  • You are responsible for the direct cost of returning the goods.

Defective Equipment

Any goods which prove to be defective out of the box fall within our warranty policy, and may be exchanged or repaired.

Please submit a Warranty Request at this link:

e*thirteen Warranty Request Submission Form

Return packages should be mailed to the appropriate address below with the necessary return information on or in the package.

Return Address:

e*thirteen USA
Attn: Returns
1445 Technology Ln. Suite A9
Petaluma, CA 94954

e*thirteen Europe GmbH
Attn: Returns
Klosterstrasse 6
83278 Traunstein, Germany

ETHIRTEEN UK LIMITED
2 Lowdham Street
Nottingham
NG3 2DP
United Kingdom

Please note that all equipment must be in the original boxes with the manuals, instructions and accessories in order for us to accept any returns. Any equipment not returned in the original unaltered boxes with the UPC bar code will not be considered for return.